Chapter 6 - Practice Quiz

In writing messages that deliver instructions, what advice should you follow?

Assume that employees want to contribute to the success of the organization

Which of the following statements about claims is most accurate?

Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call

Imperative mood (phrasing items as commands) should be avoided in all business writing because it sounds bossy.

False

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

False

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

False

Telephone claims are more effective than those made in writing because the caller can better express emotion.

False

When a company receives a claim and decides to respond favorably, the response message is called an acceptance.

False

You should never send a goodwill message via e-mail.

False

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

In a bulleted or numbered list in the body of her message.

Which of the following sentences is an example of sensitive language in an adjustment letter?

Our goal is to earn your confidence with quality products and excellent services.

Which of the following sentences is not a parallel step in this set of instructions?

Placing age or gender preference in the candidate qualifications section creates legal jeopardy.

Which of the following is an effective opening for a routine request message?

Please answer the following questions about your Web services.

Which of the following would be the most effective closing statement in a routine action request message?

Please send a contract for heating and ventilation by April 1 to allow installation to begin by April 15

Which statement about the format of a business letter is most accurate?

The appearance of a business letter can send nonverbal messages about a sender to a receiver

Which of the following is the most appropriate opening for an adjustment message granting a claim?

The enclose check for $78 , which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Which of the following is not a goal when writing adjustment messages?

To verify the honesty of the customer's claim

A personally written message will have more impact on your reader than a ready-made card.

True

Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.

True

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

True

It is good business practice to write messages of thanks to customers who have complained.

True

Like requests and responses, instruction messages follow a straightforward, direct approach.

True

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

True

Use a direct organizational pattern in an adjustment message granting a claim.

True

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

True

In the popular block letter format, which of the following guidelines apply?

Use ragged, unjustified right margins

Which of the following represents the most appropriate apology in an adjustment message?

We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.

Which of the following is the most effective opening sentence for a response message?

Yes, we can put together a corporate travel package that will meet your needs and fit your budget.

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.

When a company receives a claim and decides to respond favorably, the message is called a(n) ____________________.

adjustment

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

apology

When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.

claim

End dates and specific actions in a routine request message should be placed in the

closing

The first sentence of a direct request is usually a question or a polite ____________________ such as "Please answer the following questions about your accommodations for a seminar."

command

Smart businesses regard complaints from customers as

free consulting reports from the field

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

identify enclose copies of all pertinent documents

Instructions should be written in steps using the ___________________ (command) mood.

imperative

The conclusion of a response message should

provide specific if further action is required

Most companies receiving a claim message tend to

respond promptly because they want to maintain customer goodwill and loyalty

Minimizing I when praising others to a good way to ensure that your message is

selfless